Customer Success

NPS is a widely used metric that measures customer loyalty and satisfaction based on a single question.

Gross Logo Retention Rate is a metric used to measure the ability of a company to retain customer accounts over a specific period.

Average Contract Duration (ACD) is a key metric that measures the average length of time a customer stays committed to a contractual agreement with a company.

Annual Recurring Revenue (ARR) per Customer Success Representative (CSR) is a key performance indicator that measures the efficiency and productivity of a company’s customer success team.

Net New ARR reveals how much new recurring revenue you’ve added over a given period, typically monthly or quarterly.

Usage by Customer measures the level and frequency of a customer’s interaction or engagement with a product, service, or platform.

The Number of Customers is a fundamental metric that quantifies the total count of individuals or companies who have purchased a product or subscribed to a service.

NRR measures the ability of a company to retain and grow its existing customer revenue over a specific period.

LTV is an estimate of the average gross revenue that a customer will generate before they churn. 

GRR measures the percentage of revenue ($) retained from existing customers over a specific period.

Average Customer Satisfaction (CSAT) Score is a metric that measures the overall satisfaction of customers with a product, service, or interaction with a company. It is often expressed as a percentage and is based on customer responses to a satisfaction survey.

Churn Base Over Renewals measures the proportion of churned customers based on the number of renewal opportunities.